Client Operations Manager

• Supervision of CSMs: Directly supervise the Client Services Managers (CSMs), ensuring they effectively manage client cases, provide excellent service, and maintain operational standards.
• Team Leadership & Development: Lead and mentor the CSMs, providing training in areas such as consultative service approaches, client relationship management, and behavioral economics to enhance service delivery and client retention.
• Operational Oversight: Ensure CSMs adhere to operational protocols, including conducting accurate assessments, managing care plans, and coordinating collaboratively with Staffing Managers to match clients with appropriate caregivers.
• Client Journey & Satisfaction: Ensure CSMs are focused on enhancing the client journey from initial contact through service delivery, with a strong emphasis on satisfaction and retention. Monitor client satisfaction metrics and implement strategies to improve them.
• Coverage & Coordination: Ensure adequate coverage for all regions by overseeing scheduling and coordinating client service activities across the team.
• Risk Mitigation & Compliance: Monitor and mitigate risks associated with caregiver turnover, service disruptions, and regulatory compliance. Support CSMs in handling complex client or service issues in collaboration with HR and the Staffing Managers.
• Training & Knowledge Sharing: Lead initiatives to ensure all CSMs are well-trained in transitioning clients from sales liaisons, managing service continuity, and addressing evolving client needs.
• Consultative Approach: Support CSMs in providing consultative service to clients and referral partners, helping them understand client needs and providing solutions. Promote a service-driven approach to client relationship management.
• Cross-Functional Collaboration: Act as a point of contact between the CSMs and other internal departments, including Sales and Staffing, to ensure cohesive operations and seamless client experiences.
• Performance Monitoring: Evaluate the performance of CSMs, providing feedback, setting goals, and ensuring alignment with overall organizational objectives, particularly related to client retention and satisfaction.
• Quality Assurance: Implement and refine service failure protocols with team members to ensure quality. Monitor and oversee all quality activities related to client services.
• Client Care Services: Conduct home visits to observe care delivery and provide active client care services, including strong communication with clients and families.
• On-Call Support: Participate in an On-Call rotation and serve as a point of escalation for dissatisfied clients.
• Billing Oversight: Ensure client accounts are up to date with billing and communicate with families regarding overdue balances.
• New Hire Orientation: Develop new hire orientation for CSMs and participate in HCA new hire orientations, in-services, and trainings as needed to enrich the quality of caregiving staff.
• Continuous Improvement: Incorporate monthly training for best practices and facilitate standing CSM meetings to distribute protocols.

Qualifications:

• Bachelor's degree in Healthcare Administration, Aging Services, Social Work, Marketing, or a related field is required. Equivalent experience in client services, or related areas will be considered.
• At least 2 years of leadership or managerial experience preferred, with a proven ability to develop and mentor staff, even if outside of home care or healthcare sectors.
• At least 2 year of experience in client services in any industry (e.g., healthcare, hospitality, customer service) is preferred.
• Proven ability to improve client satisfaction and retention through strong service delivery and relationship management.
• Knowledge of Home Care Services regulations or experience with regulatory compliance preferred, but not required.
• Excellent organizational, communication, and multitasking skills, with the ability to manage multiple priorities simultaneously and lead a team effectively.
• Strong analytical and decision-making abilities, with experience in consultative service delivery and managing client expectations.
• Experience with operational improvements or implementing best practices in a service-based environment preferred.

COMPENSATION:

Range: $ 99,711.25 - 115,571.0/annual

This amount is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific employee, which is always dependent on actual experience, education and other factors.